Manager, HR Shared Services

What you’ll do:

Team Leadership & Operations
• Lead, coach, and develop a team of HR Shared Services Specialists supporting Compliance, Benefits, and LOA across multiple time zones.
• Distribute and monitor workloads to ensure timely, accurate, and efficient transaction processing.
• Conduct regular team meetings, performance reviews, and development planning.
• Identify skill gaps and implement targeted training and cross-training initiatives.
• Promote a collaborative, high-performance team culture grounded in accountability and continuous improvement.
• Manage staffing schedules and workload planning to ensure consistent service coverage.


Compliance & Auditing
• Ensure global compliance with all applicable federal, state, and local employment laws and regulations, including ERISA, FMLA, ADA, and HIPAA.
• Lead the background check adjudication process and manage vendor relationships.
• Plan, coordinate, and lead internal and external HR audits, including documentation preparation and audit responses.
• Develop and maintain a compliance and audit calendar, checklists, and standard procedures.
• Proactively identify, assess, and mitigate compliance risks.
• Stay current with changes in employment laws and regulatory requirements and communicate updates effectively to stakeholders.
• Maintain accurate and audit-ready records for all compliance-related activities.


Benefits & Leave of Absence Administration
• Oversee the administration of employee benefit programs including health, retirement, and voluntary benefits, in partnership with the Benefits Center of Excellence (COE).
• Serve as an escalation point for complex benefits and LOA inquiries.
• Ensure accurate and timely benefit enrollments, changes, and terminations within HR systems.
• Partner with benefit vendors to resolve issues, improve service delivery, and ensure contractual compliance.
• Oversee workers’ compensation claims and manage interactions with insurance carriers and internal stakeholders.


Process Improvement, Reporting & Systems
• Identify, design, and implement process improvements to enhance accuracy, efficiency, and employee experience.
• Develop and maintain detailed Standard Operating Procedures (SOPs) and knowledge base documentation.
• Leverage Workday to track transactions, analyze trends, and produce meaningful operational and compliance reports.
• Utilize a case management system to manage, prioritize, and resolve employee inquiries.
• Customer Experience & Service Delivery
• Deliver exceptional customer service to employees, managers, and HR stakeholders.
• Monitor team performance against established KPIs and SLAs, ensuring consistent service quality and resolution timeliness.
• Personally handle and resolve high-impact or complex employee cases.
• Escalate issues appropriately while ensuring accountability and follow-through.

What you will need to know/have:

• Bachelor’s degree in Human Resources, Business Administration, or a related field required.
• 5+ years of progressive HR experience, with a strong focus on compliance, benefits, and/or leave administration.
• 2+ years of people management or supervisory experience.
• Experience working within an HR Shared Services model strongly preferred.
• In-depth knowledge of U.S. federal and state employment laws; global compliance exposure highly desirable.
• Strong understanding of global benefits programs and leave policies.
• Proven experience leading HR audits and compliance initiatives.
• Proficiency with Workday and HR case management systems preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational, analytical, and reporting abilities.
• Demonstrated ability to handle sensitive information with discretion and confidentiality.

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection